QA Associate

Company Overview
Fanatics is the ultimate one-stop sports fan destination that ignites and harnesses the passion of fans and maximizes the presence and reach for preeminent sports partners globally. Leveraging long-standing, often exclusive relationships with more than 900 sports properties, a database of more than 90 million consumers worldwide and a trusted brand name, Fanatics is furthering its innovation across the sports landscape by building the leading global digital sports platform, complete with offerings including e-commerce and licensed merchandise, physical and digital trading cards and collectibles, and online sports betting and iGaming.

The Fanatics family of companies currently includes Fanatics Commerce, a vertically-integrated licensed merchandise business that has changed the way fans purchase their favorite team apparel, jerseys, headwear and hardgoods through a tech-infused approach to making and quickly distributing fan gear in today’s 24/7 mobile-first economy; Fanatics Collectibles, a transformative company that is building a new model for the hobby and giving collectors an end-to-end physical and digital collectibles experience; and Fanatics Betting & Gaming, a mobile betting, gaming and retail sportsbook platform.

As a market leader with more than 10,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices. We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans. Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives.

At Fanatics, we’re a diverse, passionate group of employees aiming to ignite pride and passion in the fans we outfit, celebrate and support. We recognize that diversity helps drive and foster innovation, and through our IDEA program (inclusion, diversity, equality and advocacy) at Fanatics we provide employees with tools and resources to feel connected and engaged in who they are and what they do to support the ultimate fan experience.
Review verbal and written interactions between CS associates and collectors to ensure we are consistently providing World Class Experiences.
Review and observe how CS associates are demonstrating customer advocacy by owning their problems and/or questions and working relentlessly to deliver an amazing fan experience.
Provide written and verbal feedback and coaching to CS associates and management.
Track, analyze, and report monitored results and trends.
Work to develop and implement advocate training and feedback mechanisms.
Recommend improvements to processes or procedures to enhance efficiency and customer experience.
Maintain and protect customer data, including documentation of discussions, issues, requests, and other relevant information.
High school diploma or equivalent required.
Minimum of 1-2 years of customer service/contact center experience; quality evaluation experience highly preferred
Subject Matter Expert in the CS associate role, familiar with service expectations and contact center processes
General Knowledge, Skills & Abilities
Working knowledge of Microsoft Office Tools (Outlook, Word, PowerPoint, and Excel)
Multitasking skills: ability to research across multiple systems to verify information used to service customers during contact.
Maintain objectivity while providing fair, consistent, and equitable quality evaluations.
Demonstrated ability to coach and provide effective feedback resulting in improved performance.
Ability to work independently and follow directions related to job with little follow-up by management.
Excellent verbal and written communication skills: active listening, proper spelling, vocabulary, and grammar, conveying a clear message.
$18 – $23 an hour
Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud. Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics or Fanatics Brand email address. For added security, where possible, apply through our company website at

Tryouts are open at Fanatics! Our team is passionate, talented, unified, and charged with creating the fan experience of tomorrow. The ball is in your court now.